Job Title

About FetchFetch is how modern pet parents give their pets the best care . One pink app for insurance, health, and care easy, fair, and kinda fun. We''ve raised our Series A, customers love us, and we''re growing quickly. Every interaction we have with a customer shapes how they feel about Fetch. That means our comms team doesn''t just support the experience they create it. We''re looking for a Customer Communications & Complaints Specialist who can bring clarity, warmth, and ownership to every conversation.About youYou''re a brilliant communicator with at least 3+ years of experience in customer service. You''ll also play a critical role in handling and resolving customer complaints, ensuring that pet parents feel heard, valued, and treated fairly.You thrive in live chat, love a tricky conversation, and know how to strike the right tone no matter what the situation: warm, clear, confident, and human. You think like a customer, write like a person, and genuinely care about every interaction you''re able to explain complex policy details in a way that makes sense, while also confidently engaging with internal teams, regulators, and AFCA when needed.You''re someone who thinks critically about the experience how things could be clearer, faster, or better for the customer and Fetch, taking ownership to make those improvements happen.Great if you''ve worked with bots or automations.Essential is your mindset: thoughtful, curious, and always looking for a smarter way to do things. You love working across teams and making the whole operation better. And you genuinely love petsYour roleYou''ll be part of our core operations team, supporting customers across onboarding, renewals, claims, and everything in between. You''ll:Set the standard for how we communicate clear, warm, and customerfirstHandle escalations and complaints you have experience of GICOP & AFCA processes and are comfortable working to their guidelines. That means writing clear, fair and timely responses while maintaining high standards of communication and recordkeeping.Pick up the phone when it counts, especially for sensitive conversationsOwn issues endtoend, working with teams to get things resolvedImprove how we operate live chat flows, macros, automation, and internal processesYou''ll bring a positive mindset to help balance quality and efficiencySupport onboarding or coaching new team members, especially around tone and tricky conversations #J-18808-Ljbffr